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Appointed in April of 2019, Monica Rothgery is making waves at KFC, starting with company culture according to an article published in <a href="https://www.qsrmagazine.com/exclusives/kfc-s-new-recipe-success-all-about-guest-experience?utm_campaign=20190823&amp%3Butm_medium=email&amp%3Butm_source=jolt&utm_source=1851franchise.com&utm_medium=article&utm_campaign=kfc-is-making-a-comeback-with-a-focus-on-improved-guest-experience-2710842" target="_blank" rel="nofollow" style="text-decoration-line:none" target="_blank">QSR Magazine</a>.

QSR reported that Rothgery began implementing changes at the employee level, creating KFC&rsquo;s new &ldquo;scoop to order&rdquo; process &agrave; la Chipotle in April. To create such a vast operational change across a huge network of thousands of store was certainly a daunting task, but Rothgery believes that the results speak for themselves. In terms of speed-of-service, Rothgery told QSR, &ldquo;We&rsquo;re seeing [the restaurants] actually get back to where they were before, or improve even.&rdquo;

Workers now scoop each side for every order as needed rather than spending extra time and labor pre-preparing sides. According to QSR, My-Oahn Flowers, Restaurant General Manager of the brand&rsquo;s flagship store in Louisville, claims that previously, the role of preparation was tedious and unsatisfying. Now that workers have a higher-value role, customers receive a fresher product and stores are able to more efficiently portion control. The &ldquo;scoop to order&rdquo; process also allows for more customization from a consumer perspective, a feature becoming more and more popular as more stores implement <a href="https://1851franchise.com/mcdonald-s-enhances-menu-customizability-with-touch-screen-ordering-at-8-000-locations-2710600" style="text-decoration-line:none" target="_blank">digital ordering screens.</a>&nbsp;

&ldquo;This is so much behavior change and mindset change,&rdquo; said Rothgery to QSR Magazine. &ldquo;Change management is always the biggest hurdle. But once people believe and they can see the benefits then [I ask] do you want to go back?&rdquo;

KFC is no stranger to change, frequently producing <a href="https://1851franchise.com/mountain-dew-creates-sweet-lightning-exclusively-for-kfc-2710228" style="text-decoration-line:none" target="_blank">eye-catching collaborations</a> to generate buzz, whether you&rsquo;ve ever fathomed wanting to eat a C<a href="https://1851franchise.com/kfc-set-to-release-cheetos-sandwich-nationwide-2710312" style="text-decoration-line:none" target="_blank">heetos fried chicken sandwich</a> or not. Implementing <a href="https://1851franchise.com/jamba-drops-its-juice-to-up-its-relevance-to-the-modern-consumer-2710672" style="text-decoration-line:none" target="_blank">wide-scale structural changes</a> and <a href="https://1851franchise.com/new-hooters-owners-plan-a-more-family-friendly-spinoff-concept-2710410" style="text-decoration-line:none" target="_blank">rebranding</a> is something else, however, and a trend that <a href="https://1851franchise.com/pizza-hut-closing-hundreds-of-underperforming-stores-in-favor-of-modern-express-model-2710638" style="text-decoration-line:none" target="_blank">many long-standing, iconic chains</a> are attempting.&nbsp;

One of KFC&rsquo;s biggest draws is the brand&rsquo;s infamous signature recipe blend of 11 herbs and spices which allegedly hasn&rsquo;t changed since its inception in 1940. A 2019 structural update seems to be serving the brand well, however, in an <a href="https://1851franchise.com/popeyes-chicken-sandwich-has-started-serious-twitter-beef--2710776" style="text-decoration-line:none" target="_blank">increasingly competitive</a> QSR market.&nbsp;

Read the full story from QSR Magazine on the future of KFC <a href="https://www.qsrmagazine.com/exclusives/kfc-s-new-recipe-success-all-about-guest-experience?utm_campaign=20190823&amp%3Butm_medium=email&amp%3Butm_source=jolt&utm_source=1851franchise.com&utm_medium=article&utm_campaign=kfc-is-making-a-comeback-with-a-focus-on-improved-guest-experience-2710842" target="_blank" rel="nofollow" style="text-decoration-line:none" target="_blank">here.</a>

KFC Is Making a Comeback with a Focus on Improved Guest Experience

1851 Franchise

Recently appointed chief operations officer Monica Rothgery is the first female COO and first LGBTQ C-suite employee in the brand’s history, and she has a full plate of responsibilities in her new role. 

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